Six Types Of Customers
Customer service expert Shep Hyken has identified six types of costumers that
some businesses have and every business wants.
Below are his interesting findings:
The Satisfied Customer: According to Shep, a satisfied customer isn’t exactly a loyal customer, meaning they won’t go above and beyond to return to your business. They are happy with the service they have received, but that’s about it. Shep refers to these customers as “dangerous,” because although they are satisfied, that doesn’t mean they will continue to support your business and help it grow. Keep an eye out for this type of customer and give them an incentive to stick with you and your business!
The Loyalty Program Lover: Similar to the latter type, Shep believes that this type of customer isn’t fully loyal, either. They are solely after the perks that come with the loyalty program that you offer, but not your products or services themselves. They’re all about accumulating points or card punches that will benefit them in the future. It’s the Loyalty Program Lovers and Satisfied Customers that will take work to reign in!
The Convenience Seeker: This type of customer sticks with your business simply because it is convenient for them; whether it be for the location, price, etc. Shep states that “these customers are ripe to be converted to loyal customers, if you give them a reason to do so.”
The Loyal Illusionists: This type of customer appears to be loyal, but really isn’t. These people might not even like you or your business, yet they’ll still continue to do business with you; similar to The Convenience Seeker. Keep an eye out for these folks! If given an incentive to leave, they just might take it.
The Low Price Lovers: Who doesn’t love low prices? No one, especially this type of customer. They will be loyal to your low prices, but not to your company itself. Once they find a lower price somewhere else, you’d better bet they’re going to leave your business.
The Forever Loyalists: They love you. They’ll never leave you. They’re the kind of customer that every business wants. To these people, your business, products and services are unlike any other. They don’t need a loyalty program to keep coming back to you over and over again. The Forever Loyalists are the kind of people you want to do business with!
It is important to be knowledgable about all types of consumers you and your business will encounter time and time again. Some people are set in their ways, but it never hurts to try to grow your business and obtain as many loyal customers as you can.
Via: Shep Hyken